Statement on supporting customers during the cost-of-living crisis

Today, Ofcom Chief Executive, Dame Melanie Dawes and the CEOs of other UK regulators met with Jeremy Hunt MP, Chancellor of the Exchequer, to discuss the impact of the rising cost of living on the sectors we regulate. Here is our statement on our work to support telecoms customers.

Following the meeting, Dame Melanie said:

“When the pandemic hit, our telecoms industry rose to the challenge of keeping people connected during an extraordinary public health crisis. Now, companies need to step up again to support their customers as households across the country face a generational crisis with their budgets.

“We’ve put pressure on providers to offer social tariffs for those most in need, but that’s only half the job. More than half of eligible households are not aware of them, and only 5% have actually switched to one of these cheaper packages, which means millions are still missing out.

“It’s not enough to expect people to find out about these by themselves – providers must act now to make sure customers know what support is available. Ofcom will be urging telecoms firms to take immediate steps to raise awareness of social tariffs and drive consumer take-up, and will work with government and other relevant bodies to support industry efforts.”